Özet:

Customer satisfaction Surveys might provide top management with critical information that have a vital importance for the organization. For instance, top management can assess corporate performance and develop adequate strategies for the future by using customer satisfaction results. Thus, customer satisfaction surveys should be conducted regarding critical success factors (CFS's) which are mentioned in this study. Otherwise all efforts related to customer satisfaction measurement might fail. In this study the strategic importance and critical success factors of the customer satisfaction surveys are pointed out. Firstly, theoretical framework consists of principles and critical success factors of customer satisfaction surveys is described based on the literature. Then, a case of customer satisfaction survey that was conducted in a university hospital regarding these principles and CFS's is discussed.

Anahtar Kelimeler: